About BOEC

Mission

The mission of the Bureau of Emergency Communications (BOEC) is to work collaboratively with our community and public safety partners to ensure effective and timely 911 call answering and dispatching.

Partnerships

BOEC provides service to the residents, visitors, and emergency response agencies throughout Multnomah County, including Corbett, Fairview, Gresham, Maywood Park, Portland, Sauvie Island, Troutdale, and Wood Village.

BOEC is operated by the City of Portland and has agreements with partner agencies to provide call-taking and dispatch services. Agencies include Portland Police Bureau, Portland Fire & Rescue, Gresham Police Dept., Gresham Fire Dept., Multnomah County Sheriff's Office, Corbett Fire, Sauvie Island Fire District 30, and Multnomah County Emergency Medical Services.

The bureau’s 911 and public safety dispatch operation is supported by several program areas:

Overview

• Training & Development
• Technology Systems Support
• Quality Assurance & Accountability
• Data Analytics
• Equity
• Emergency Management
• Public Information
• Public Records & Research

Strategic Direction

BOEC strives to ensure all data and performance measures are clearly defined, understood and accurately reported. The BOEC strategic plan includes initiatives that focus on adequate staffing to meet national performance standards, ensuring timely and accurate call triage, leveraging technology, and developing employee skills. BOEC aggressively recruits and hires new trainees and continually strives to improve the training program.

BOEC maintains the drive to meet and exceed national performance standards. BOEC continues to recruit and train dispatchers at a record pace, and after more than a decade of understaffing, all budgeted positions are regularly filled. This is a significant accomplishment considering that 911 centers across the nation are struggling to find 911 Operators. 

BOEC Key Performance Measures are focused on core activities. Performance is based on metrics, including meeting national call answering standards. Procedural adjustments have been made to answer calls more quickly. 

BOEC has been designated as an Accredited Center of Excellence (ACE) in Emergency Medical Dispatch (EMD) through the International Academies of Emergency Dispatch (IAED). This prestigious recognition places BOEC among an elite group of 911 centers worldwide committed to delivering the highest standard of emergency response.

To maintain transparency, BOEC statistical reports are posted monthly and have shown steady performance improvement over the past few years. BOEC continues progress with a highly customized Operations Staff Scheduling and Performance Analysis System, which aids in efficient staffing of the bureau as well as in identifying staffing gaps.

View BOEC's organizational chart. 

Executive Staff

Steve Mawdsley, Director

Steve Mawdsley serves as the Director of the Bureau of Emergency Communications (BOEC) in beautiful Portland, Oregon. Prior to his appointment, he served as BOEC's Deputy Director and Operations Manager. He began his career in 2005 and has worked as a call taker, dispatcher, coach, supervisor, and assistant operations manager. He is responsible for the overall administration, strategic leadership, operational, and budget oversight of BOEC, in addition to supporting leaders and staff in the training, technology, data analytics, equity, emergency management, public records, and quality assurance departments.

With years of experience representing internal and external interests and serving on committees, Steve earned the Association of Public-Safety Communications Officials (APCO) International Certified Public Safety Executive (CPE) professional certificate.  He also earned the Supervisor and Management certificates from the Oregon Department of Public Safety Standards and Training (DPSST) and serves as an advisory board member for the Oregon Executive Development Institute (OEDI). He recently completed a 3-year term on the Oregon Association of Public Safety Communications Officials (APCO/NENA) Executive Board and co-chaired the APCO 2025 Western Regional Conference in Portland.

Overseeing more than 160 employees and a budget of approximately nearly $40 million, Steve brings to the workplace his real-world values of hard work, integrity, and leading by example. He is committed to creating a culture of support and excellence at BOEC and believes that his greatest responsibility is to support the bureau's team of professionals so they can continue to provide exceptional service to the partner agencies and community.

"Leading the exceptional team at BOEC is the greatest challenge and greatest honor of my career," Mawdsley said. "I am focused on continuing our path of progress to serve the changing needs of our community."

Todd DeWeese, Interim Operations Manager

Todd DeWeese serves as one of two Assistant Operations Managers at the Bureau of Emergency Communications (BOEC).  He provides supervision, guidance, and mentorship to 14 front-line supervisors, as well as provides general oversight and guidance in operations on a 24/7 basis. He serves as an advisor to the bureau’s Operations Manager on policy, technical, and functional issues. 

Todd has worked for BOEC since June 1994, initially as a call taker and Police, Fire, and Medical Dispatcher, promoted to Supervisor in September 1999, and promoted to Assistant Operations Manager in May 2021.  Todd also has experience as BOEC’s Public Information Officer (PIO) and Emergency Management Coordinator.

Todd is tasked with creating, executing, and maintaining a career and leadership development and mentorship program open to all employees as part of the bureau’s Strategic Plan.  This program will provide opportunities for staff to increase their collective knowledge by cross-training disciplines, increase efficiency, and provide a greater understanding as to how the bureau and 911 profession works.  Furthermore, this project helps provide for and defines future succession planning while improving employee morale.  Todd is excited about the opportunities, as well as challenges he now faces in this role. 

Away from work, Todd enjoys spending time with his family, grilling on the back deck, and watching Portland Trail Blazers, Portland Timbers, and Portland Thorns games.  He enjoys listening to old school music from the 1950s, '60s, '70s, and '80s while hanging out on his back deck. Todd loves watching movies of every genre, but he really loves a good comedy.

Melanie Payne, Training and Development Manager

Melanie Payne serves as the Emergency Communications Training and Development Manager for BOEC.  She oversees instructors, certified coach-trainers and training teams as they promote competency, excellence, and functional skill development.  This position has four primary functions:

1. Manage training for initial certification of new employees as they gain competency processing 9-1-1/non-emergency calls and dispatching responders on calls for service
2. Facilitate the learning process for on-the-job training
3. Recruit and hire new talented and diverse candidates
4. Manage ongoing training and development for certified staff so that they can maintain their skills.

Melanie graduated from Arizona State University with a BS in Communication. Her background includes instructing public speaking and small group communication at Arizona State University, recruiting and managing interns for major corporations, and leading certification and ongoing training efforts for the City of Phoenix Development Services Department. She is proud to work with extraordinary people who are dedicated to promoting, and ensuring, public safety in this community.

Murrell Morley, Technology Systems Manager

Murrell Morley has been a part of the BOEC team since 2000, serving in a variety of technical and operational roles. In 2011, Murrell stepped into the role of Technology Systems Manager, where he oversees the critical systems that keep 9-1-1 operations running securely, efficiently, and without interruption.

In this position, Murrell manages the bureau's full suite of emergency communications technology, including the Computer Aided Dispatch (CAD) system, 9-1-1 telephony, the public safety recording system, and multiple specialized applications used by call takers, dispatchers, and partner public-safety agencies. With experience in both the technical and operational sides of 9-1-1, Murrell leads efforts to implement system upgrades, ensure cybersecurity and reliability, coordinate with vendors and regional partners, and support staff with the tools they need to respond to emergencies.

Ryan DesJardins, Quality Assurance Manager

Ryan DesJardins leads the Quality Assurance Unit (QAU) that reviews hundreds of 911 calls each month to assess dispatcher performance.  Based on performance data, the QAU works with the Training Team to design education and improvement systems to help ensure BOEC provides the highest level of service possible.  In 2017, when Ryan started at BOEC, there wasn't an active quality assurance program.  Since implementing the program, BOEC has achieved accreditation from the International Academies of Emergency Dispatch as an Accredited Center of Excellence (ACE).  The ACE award is one of the highest honors in 911 with fewer than 10 percent of agencies worldwide achieving that status.

Ryan has worked in the Public Safety profession since 1994 and in 911 Emergency Communications since 1995.  He's worked in different public safety roles as a reserve deputy sheriff, dispatcher, supervisor, and manager.  Previously, he worked at Clackamas County 911 in Oregon City and Whitman County 911 in Pullman, Washington. Professionally, Ryan is most passionate about improving the work environment and operational systems for the bureau. He wants BOEC employees to be supported properly so they can assist our community, police officers, firefighters, and medical responders as safely and efficiently as possible.

Personally, Ryan is most passionate about computer technology, photography, woodworking, and caring for the hobby farm he and his wife live on.  He has an adult daughter who attends Oregon State University, a dog and five cats (his wife is a veterinarian – multiple pets come with the marriage).

Mike Grimm, Emergency Management Coordinator

Mike Grimm serves as the Emergency Management Coordinator for BOEC. Mike holds an Associate’s Degree in Fire Protection Technology and a Bachelor’s Degree in Occupational Safety and Health. He began his career at BOEC in August of 2000 as a dispatcher. After going back to school to earn his Bachelor’s degree, Mike decided it was time to stop being reactive to 911 calls and more proactive in emergency response. He is happy working for the city to ensure that the dispatchers he has known and loved for so long are safe when they need help.

Woodworking is his hobby and his way of melting away the stresses of the day.

Jaymee Cuti, Public Information Officer

Jaymee Cuti joined the Portland bureaus of Emergency Management (PBEM) and Emergency Communications (BOEC) in March 2023.

A FEMA-certified public information officer with a decade of experience in communications for the City of Portland, Jaymee previously served as Public Information Officer for the Portland Water Bureau (2014-2023) and Portland Housing Bureau (2012-2014).

She led and supported communications for regional emergencies, including an all-city boil water event, the Eagle Creek Fire, the COVID-19 pandemic, a shooting at Umpqua Community College, and Oregon's total solar eclipse response. Jaymee has experience in print and radio journalism.

Jaymee has a bachelor's degree in communications and art history from the University of California at Santa Barbara. 

Budget Information

City Budget Office

History of 9-1-1 (Federal, State, and Local)

March 1973 – The Federal Government issued a bulletin recognizing the benefits of 9-1-1, encouraged nationwide adoption of 9-1-1 and placed responsibility for its development with local government.

April 1977 - Boeing Computer Services supplied the first CAD (computer aided dispatch) system in Multnomah County. Storage disks were 20 megabytes so only 1000 incidents could be saved online. Entire incident and unit histories were printed daily in a seven-inch thick printout for record keeping and research. No online search by address, or any other data element were available, address changes took six months to process through Boeing in Seattle, and when the system crashed, all screens went completely blank.

June 1981 – The Oregon Legislature calls for implementation of 9-1-1 services statewide by Dec. 31, 1991. The purpose was to provide all Oregonians with a single, easy-to-remember number to call for emergency services. The measure instituted a three percent telephone excise tax to help offset the costs of compliance by telephone companies and local governments. The funds were disbursed quarterly to cities and counties on a per-capita basis from a dedicated Emergency Communications Account. Local Public Safety Answering Point (PSAP) user groups assumed responsibility for allocating the funds for the planning, installation, operation and improvement of local 9-1-1 systems. At the time, there were over 280 PSAPs in Oregon with only a few providing 9-1-1 services and none providing enhanced services.

January 1991 – The state/local partnership is a success; Oregon became the sixth state in the country to have border to border 9-1-1 services. During this 10-year period, local PSAP user groups worked to consolidate the call taking and dispatch functions. The number of communication centers declined from 293 to just 91 statewide. Local governments continue to explore all options to improve efficiency without sacrificing public safety.

February 1991 – Enhanced 9-1-1 was implemented in Multnomah County. The new system brought computerized information about a 9-1-1 caller's location and telephone number. This invaluable feature has nearly eliminated the need for lengthy telephone tracing procedures in the event of hang-ups or "incomplete" calls, and speeds service to people who need emergency help, but may be unable to voice their address or problem.

June 1991 – The Legislature Mandates Enhanced 9-1-1 in all of Oregon by the year 2000. All Primary PSAPs became Enhanced Capable and completed this mandate by Dec. 31, 1999. The Legislature also increase the rate of taxation from three to five percent. The additional two percent was earmarked by the state to pay for state-wide Enhancement of existing 9-1-1 systems and the establishment of a Telecommunicator standards and certification program.

July 1993 – Oregon became the first state in the nation to establish minimum Telecommunicator and Emergency Medical Dispatcher standards and certification requirements with annual maintenance requirements through a program managed by the Department of Public Safety Standards and Training.

March 1994 – BOEC implements PRC CAD in Multnomah County. Originally based in San Francisco, PRC was eventually bought by Black & Decker and finally, Northrop Grumman who owns it still today.  This new CAD allowed dispatchers to monitor multiple incidents at one time, search previous incidents, and quickly locate relevant responder safety information (i.e. resident anti-police, owns multiple handguns).  Cost was 5 million for the CAD and MDT system.

June 1995 – The Oregon Legislature changed the structure of the tax from five percent of the local access bill to a flat rate of 75 cents on any retail subscriber who has telecommunication services capable of accessing 9-1-1 services. Cellular service was developing rapidly with increasing numbers of 9-1-1 calls being placed on wireless phones. Subsequently, the Federal Communications Commission adopted rules requiring wireless companies to be able to provide the location of a wireless 9-1-1 call by October or 2001 (The Phase II Wireless mandate).

December 2005 – Oregon set and met the date of Dec. 31, 2005 to be ‘Phase II Ready’ border to border. PSAPs must now provide mapping, equipment and trained Telecommunicator’s to provide this service. Mapping capabilities are available at every 9-1-1 call answering position in order to locate wireless calls using coordinates on a map rather than address.

April 2011 – Based in Toronto, Canada, the windows based Versaterm CAD system replaces PRC CAD in Multnomah County.  Versaterm is also the vendor for RegJIN, which replaced PPDS in April, 2015. Cost was $14.5 million for the CAD and MDT system.

June 2016 – Began 24/7 monitoring our new non-publicized text- to-911 program. The Oregon Office of Emergency Management was not prepared to roll out text-to-911 due to various risks associated with the program.  Several 9-1-1 centers did not want to wait and worked together to come up with their own text-to-911 program in the meantime. August 2016 – Following two Portland Metro regional press conferences, 911 centers in Clackamas County, Clark County, Clatsop County, Columbia County, Marion County, and Washington County have recently implemented a text to 911 service.  Slogan: Call if you can, text if you can’t. 

November 2017 – The State of Oregon provided BOEC an upgrade to the Vesta 9-1-1 Telephone & Mapping system. This integrated technology greatly improves 9-1-1 and emergency call processing capabilities and date analytics. It replaces a similar system installed in the early 2000’s and uses the latest in Voice over Internet Protocols (VoIP) for managing call-intake and distribution.

Looking Ahead – Next Generation (Next-Gen) 9-1-1 will allow the public to make voice, text, or video emergency “calls” from any communications device via Internet Protocol-based networks. The PSAP of the future will also be able to receive data from personal safety devices such as Advanced Automatic Collision Notification systems, medical alert systems, and sensors of various types. The new infrastructure envisioned by the NG9-1-1 project will support “long distance” 9-1-1 services, as well as transfer of emergency calls to other PSAPs – including any accompanying data. In addition, the PSAP will be able to issue emergency alerts to wireless devices in an area via voice or text message, and to highway alert systems.

Milestones

1981 – Emergency Services Operator (ESO) job classification was created and 16 employees were hired to dispatch medical calls. These employees worked side-by-side with the ECOs who handled police call-taking and dispatch.

Bear in mind that in the 1980s, BOEC also performed the function now tasked to the Telephone Report Unit (TRU), report-taking of certain cold calls. BOEC had criteria very similar to that of TRU, and on calls such as “cold car prowls” an incident would be created, closed out, and given to the Report Taker to handle. The bureau typically hired 1-2 people on a part-time (32 hours a week) basis to do so. However, if reports began to stack up, then an ECO would be asked to come back and assist with reports. At some point the concept of having officers on “light-duty” write such reports was formed and that’s how TRU began. In 2014, the Portland Police Bureau renamed TRU as the Operational Support Unit (OSU).

In 1994, BOEC took over Fire Dispatch with the move to a new center. As such, the ESO classification was updated to Emergency Communications Police Dispatcher (ECPD) and Emergency Communications Fire Dispatcher (ECFD). As more personnel were cross-trained to perform both job functions, the Emergency Communications Senior Dispatcher (ECSD) classification was created.

In 2007, the Emergency Communications Call Taker (ECCT) classification was added. Their function is to answer 9-1-1 and non-emergency phone calls.

In 2016, the Bureau of Emergency Communications instituted Text-to-911, along with PSAPs located in Washington, Clackamas, Clark, Columbia, Marion, and Clatsop counties.